Don't know or forgot the email address used to create account?

Can't sign in, find serial numbers, or find orders because you don't know (or forgot) which email address was used to create the account? Try these solutions:

Try another Adobe ID If you know it, try signing in with the Adobe ID/email address used to place the volume licensing order. If you have multiple email addresses, try each of them. Once you've signed in, you can change the email address associated with your account.

Ask the primary account contact to add you as a contact Contacts can access all of your organization’s product downloads, serial numbers, and purchase histories. If you need such access, ask the primary contact to add you as a contact. (See Manage accounts and contacts for how to add or delete contacts.)

Forgot your password?

Find serial numbers

Find your serial numbers

If you purchased your software through Adobe Buying Programs (from the Adobe Business Store or an Adobe reseller), your serial number is available in the LWS. Serial numbers are sometimes called activation codes, activation keys, or key codes.

Looking for CS4 versions of Color Finesse, After Effects, or Adobe Premiere Pro for use with CS5 Production Premium and CS5 Master Collection in 32-bit Windows operating systems? Scroll down to the next section, Find serial numbers for CS4 versions of Color Finesse, After Effects, and Adobe Premiere Pro

Manage orders

Order and shipping confirmations

Order confirmations

When you buy software through Adobe Buying Programs, Adobe sends a confirmation email to the person listed on the purchase order. If it's your first time using volume licensing, Adobe also sends a welcome message with sign-in information. You then can access your serial numbers and download your software from the LWS.

Note:

You cannot configure LWS to send order confirmation emails to additional contacts. However, once an order has been processed, all contacts can view the order information in LWS.

Shipping confirmations

Adobe sends shipping confirmations to the media ship-to contact.

CLP confirmations

Adobe sends CLP emails to the CLP administrator.If the contact listed on the purchase order is no longer with the company, Adobe sends these emails to the primary (default) contact. (See Manage accounts and contacts for how to change the primary contact.)

Manage account contacts (people)

How accounts are structured

Adobe Buying Programs/ Licensing site accounts are structured into organizations and individual contacts. This structure enables a single organization record to include multiple contacts. End-user IDs and Deploy-to IDs are organization accounts.

End user IDs An end-user ID (EUID) acts as an organization's umbrella account. It begins with "1" or "2." EUIDs can contain multiple deploy-to IDs.

Deploy-to IDs A deploy-to ID is associated with a physical location, department, or person. It begins with "5" or "8." A deploy-to ID is associated with only one EUID.

Add a contact to an account

Important: Contacts have access to all of your organization's information, including product downloads, serial numbers, and purchase histories.

Adobe does not recommend adding your reseller to your accounts. Resellers receive separate notifications of your orders. For security reasons, Adobe can add new contacts to an account only with written approval from a current account contact.

Change the primary contact

3. Click the account ID for the account in which you want to change the primary (default) contact.

4. Click the Contacts tab.

5. Do one of the following:

If you are a Deploy-To partner or Reseller and want to change the primary (default) contact, find the name of the contact to designate as the primary. Then click the radio button at the right of the row.

If you are the CLP primary contact/program administrator for your organization, you can designate someone else as the primary contact. (See a demo of this process for more information.)

Note:

To designate an existing contact as the new primary contact, the current primary contact needs to contact Adobe Support.

Primary contact not known or no longer with organization?

If the primary (default) contact can'tmakethe update, or is no longer with the organization, contact your Adobe account manager or reseller to establish a new primary contact. The new primary contact must belong to the same organization. The account manager or reseller needs the person’s title and email address within the organization.

Don’t know who is your account manager or prefer not to work through a reseller? Contact us.

If you change your Communication Preference to LWS Inbox, some Adobe licensing site email messages are still sent to your email address. For example, order confirmations are always sent to your email address.

What triggers the creation of multiple accounts?

Orders placed with a reseller are sent electronically to Adobe. In general, if the order information does not match that of accounts already in Adobe's system, Adobe creates an account.

CLP orders

Purchases made under a CLP agreement always have the correct end-user ID. The system tries to match that ID to an existing deploy-to ID. Unless the organization name and the address for the two IDs are the same, a new ID is created. Some resellers can specify the deploy-to ID, which is the best way to make sure that an existing deploy-to ID is reused.

TLP orders

TLP orders use a matching mechanism similar to CLP orders. However, unless the end-user ID (EUID) also matches, the system creates an account.

FLP orders

FLP orders are transmitted manually to Adobe. The system suggests existing IDs if there is a close match, but it still requires that the information is consistent.

How to merge multiple accounts

Multiple end-user IDs (EUIDs) or deploy-to IDs (DTIDs) can be combined. However, the account details, such as physical addresses, must match. Requests to merge such accounts must be made by the primary (default) contact.

Download software and view licensing certificates

How can I use software purchased through Adobe Buying Programs?

The end-user license agreement (EULA) explains how you can use Adobe software purchased through Adobe Buying Programs. For example, if you're the main user of a volume license Adobe product installed on a computer at work, you can install and use the software on one secondary computer at home. The EULA applies to both single-user and volume license versions of a product.

4. To filter the list of products, select items from the Product Name, Version, Platform, or Language lists. Make sure that you use the name of the product as it appears on the order. For example, Design Premium in CS4 became Adobe Design Premium in CS5.

5. Follow the instructions on the download page.

Deploy software

Find the tools and resources you need to deploy Adobe software across your enterprise:

View license certificates

All TLP and FLP orders, and any CLP orders placed after 14 October 2009, include a license certificate that includes order information. This information includes the end-user name, Deploy-to ID, purchase order number, order number, and serial number.

The license certificate is a PDF document. You can view it in LWS, save it to your computer, email it, or print a copy for your records. With a license certificate, it's not necessary to activate or register the software.